Senior Help Desk Analyst – Remote Enterprise IT

Optro; United States; Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Launch a career at a fast-growing SaaS

Comprehensive health coverage

401(k) with company match

Competitive compensation & bonus

Flexible vacation

Birthday & volunteering time off

Parental Leave

Employee resource groups

Job summary

Optro, a remote-first, fast-growing global company, seeks a Level 2 Help Desk Analyst to own complex incidents and drive service desk maturity. You will troubleshoot across macOS, Windows, iOS, and Android, manage identity and access via Google Workspace and Entra ID, and partner with Security and Engineering to improve delivery.

The role supports executives, contributes to tooling and documentation, and participates in on-call rotations with occasional travel.

Qualifications

• 5+ years of experience in service desk, desktop support, or systems support, including 2+ years in a senior or escalation-level role.
• Expert-level proficiency supporting macOS and Windows, plus iOS and Android devices.
• Deep hands-on experience administering Google Workspace and/or Microsoft 365, and identity platforms such as Microsoft Entra ID, including SSO, MFA, and access provisioning.
• Experience with mobile device management (MDM) tools such as Iru, Microsoft Intune.
• Solid understanding of networking fundamentals (DNS, DHCP, VPN, Wi-Fi) and how they affect the end-user experience.
• Sound judgment and a strong sense of ownership: you see issues through, prioritize by business impact, and know when to pull others in.
• Clear, friendly communication skills with technical and non-technical audiences across cultures and time zones.
• Ability to work a hybrid/remote schedule, participate in an off hour on-call rotation, and travel occasionally to support events.

Responsibilities

• Own and resolve complex incidents.
• Takes ownership of complex, high-impact, and recurring incidents through to resolution.
• Perform advanced troubleshooting across macOS, Windows, iOS, and Android devices, as well as SaaS applications, identity and access, networking, and collaboration tools.
• Provide high-touch support to executives and VIP users with professionalism and discretion.
• Raise the maturity of the Service Desk.
• Own the quality and structure of the knowledge base, creating and maintaining articles, runbooks, and troubleshooting guides for analysts and end users.
• Partner with Security, Engineering, and business teams to resolve issues and improve service delivery.
• Maintain accurate inventory records and support hardware provisioning, recovery, and refresh programs.
• Evaluate new tools and features and contribute to IT projects such as platform rollouts, device refreshes, and process redesigns.

Skills

Service desk experience

MacOS/Windows/iOS/Android support

Google Workspace admin

Microsoft 365 admin

Identity platforms (Entra ID, SSO, MFA

MDM tools (Iru, Intune)

Networking fundamentals (DNS/DHCP/VPN)

Ownership and judgment

Clear communication

Hybrid/remote work readiness

Education

Degree in Information Technology or related field

Certifications: CompTIA Network+/Security+

Certifications: Microsoft 365 Certified: Administrator

Certifications: Google Workspace Administrator

Certifications: Apple Certified Support Professional

Certifications: ITIL 4 Foundation

Tools

Google Workspace

Microsoft 365

Microsoft Entra ID

MDM: Iru

MDM: Microsoft Intune

Job description

Optro, a remote-first, fast-growing global company, seeks a Level 2 Help Desk Analyst to own complex incidents and drive service desk maturity. You will troubleshoot across macOS, Windows, iOS, and Android, manage identity and access via Google Workspace and Entra ID, and partner with Security and Engineering to improve delivery.

The role supports executives, contributes to tooling and documentation, and participates in on-call rotations with occasional travel.